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 Best Buy Associate Broke Our Plasma Television
Posted Thu November 1, 2007 12:00 pm, by Gabriella K. written to Best Buy
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On Oct. 31, 2007 my husband and I purchased a Panasonic 50 inch Plasma tv from the Best Buy in Lawrenceville NJ. When the Best Buy associate loaded the tv into the car he laid the tv flat. I asked, as well as my husband, if that was okay to to. He said yes. We drove home opened the box and the tv was cracked. We tried to call the store, however there phone lines were down. We reloaded the tv drove back to the store and asked for our money back. The store manager and 4 associates inspected the tv and told us that they would not take responsibility and that it was our fault. We told the manager that the associate had laid the tv flat in the car and that we had asked if that was okay to do. He said he would speak to him, however he refused to do so in front of us. The associate stated that my husband told him to lay the tv flat when we did no such thing. We asked if it could be laid flat not to lay it flat.
After spending 2 hours at the store (Nine months pregnant no less, crying hysterically), Consumer headquarters and the manager offered to "cut us a deal". My husband and I did not think that was a good thing to do because it seemed like something was wrong. I've called headquarters several times wanting to speak with the Vice President or President and have been told that the highest person within Best Buy is the Corporate Supervisor which is just not good enough.
We did not break this tv and want the tv replaced with the exact model that we originally purchased. I have contacted my attorney and wish to speak with the Vice President or President a.s.a.p. After speaking with several other employees we were told that the associate was new and probably didn't know better. Unfortunately, "Probably not knowing better is costing us $2000" which I am not willing to accept. I feel that it is the associates fault that the tv broke and Best Buy should replace the tv in full.
Replace the original tv that we purchased and supply an apology for the stress that I endured for 2 hours while 9 months pregnant.
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by DLobo Posted Thu January 14, 2010 @ 2:54 PM
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This also happened to us on 12/22/09 - we went to the Best Buy in
South Elgin, IL to buy a 52" Sony Bravia LCD that was in their weekly
flyer. They were sold out but we were told they had one that had been
returned but had full warranty and was fine. The store was very busy,
we told the clerk (18 or 19 I would say) that we would take it if they
could deliver the next day. He went to check, came back and said no
delivery until 12/27 but we could take the TV home if it fit in our
auto. We agreed and looked around at some other things. When we came
back to the TV area the same kid was wrapping the TV in bubble wrap,
the stand was off and lying there. He loaded it onto a dolly and took
it to the car, and loaded it into the back seat of our car. The drive
back home is about 4 minutes. When we started to remove the TV we
noticed the stand had been placed facing the screen (mind you no box
or any protection other than bubble wrap). We took the TV inside,
turned it on, no picture just bright colors.
There was a slight scratch on the screen. We took it back right away
(within 45 minutes) the kid apologized and said Geek Squad would have
to take a look at it. They did and at that point we met the Manager
who stated he had no idea when the damage had occurred and we were
just out our money.
After several minutes of conversation and a discussion with the clerk
he said he would give us $500 credit for a new TV (leaving $500 on
us). The TV had been purchased on our Best Buy account so we felt
they had us over a barrel. We found a TV (much smaller 46" and store
brand Insignia). I'm not at all happy with this TV, it's too small
for the room, but the Manager said " take this offer or get nothing,
I'm being generous". I will update, as of 1/14/10 we have gotten no
response from Worst Buy.
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by chilehead Posted Tue November 10, 2009 @ 10:19 AM
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Hopefully there will come a day when the American people realize that
they should purchase from locally owned businesses. I don't care if
it's a TV or a car or a pound of ground chuck... SUPPORT YOUR LOCAL
BUSINESSES! An independent dealer would undoubtedly have sold it at
the same or nearly the same price and included delivery and set up
with the purchase. Keep on "saving" money folks - this is what you
get. You're just hurting yourselves and your local economies! Well
done!
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by anonymous consumer Posted Fri August 29, 2008 @ 2:57 PM
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I agree with another poster. I was a little annoyed as well to hear
about your drama at being nine months pregnant and crying
hysterically. I understand pregnancy causes emotions to go wild
sometimes, but give us a break with the crying hysterically.
Seriously, you cried hysterically? I understnad that you made a large
purchase but you must have been annoying to the salesmen and your
husbad who were trying to work out the issue.
Honestly, YOU should have instructed the salesman as to how to load
the TV into your car. I got the impression that you and your husband
both had a funny feeling about the TV being on it's side. Nobody just
goes and buys a Plasma without reading up on them a little first. YOU
should have followed your gut instinct and had him load it how you
thought was best.
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by mac m. Posted Mon June 9, 2008 @ 10:47 PM
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Ahhh... Best Buy, they are the worst when it comes to customer
service. I too went through hell with them so I don't buy big items
from them anymore. (I was promised a price on a returned HDTV and when
I went to pick it up they wanted $400 more for it or I couldn't have
it after they said the original price was right.) It doesn't do any
good with these guys THEY ARE A JOKE!! (I didn't buy the tv to say the
least!)
Go to Circut City or someone else from now on. Even Circut City told
me they would have even honored the price they gave me even if was
wrong....
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by blb Posted Thu November 15, 2007 @ 10:06 PM
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So, did they eventually replace your plasma TV?
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by Mike Silva Posted Tue November 6, 2007 @ 7:25 PM
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I have never had a good experience at Best Buy. I will never buy
anything there again. All you can do is tell everyone you know to shop
somewhere else. I'm sorry for what you went throught. They are a
horrible store.
Mike
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by T. C. Posted Sun November 4, 2007 @ 12:44 AM
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If you used a credit card to do the purchase see if they can help you
with this company.
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by Gino Posted Sat November 3, 2007 @ 11:41 PM
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Could you please come back and update us on what happens? I am always
amazed when people post letters similar to this one contacting
attorneys,demanding to speak with the president and vice president
a.s.a.p. after hearsay from several employees, and posting the letter
on a public site. They never come back and we're left to wonder if
this tactic works.
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by lj Posted Sat November 3, 2007 @ 10:43 PM
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It doesn't matter that your pregnant. If this is true, the point
is..you deserve a new TV. It doesn't matter if it was the associates
fault or it was already cracked in the box. It still NEEDS to be
replaced. This is terrible! If I am spending 2,000, I either want my
money back or the TV replaced! Wow-I hope you get this resolved!!
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by NICHOLAI Posted Sat November 3, 2007 @ 1:01 AM
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Who cares if you were pregnant? Boo hoo!
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you are 100% in the right.
I would call the BBB and file a small claims. ALSO, if you paid by
credit card dispute the charge IMMEDIATELY with your carrier.
This is egregious behavior by this associate and Best Buy.
If this is true, I will remind myself this season where NOT to shop.
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by p d Posted Thu November 1, 2007 @ 11:06 PM
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I assume this was in a box. It could have been cracked when you bought
it.
Even if it was there is no excuse for the way it was handled.
Good luck with this.
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How did you pay for this? Did you use a credit card, if so you may be
able to dispute the charges
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by Jeffrey Posted Thu November 1, 2007 @ 1:23 PM
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Question: Did anyone open the box before it left the store? If not,
how does anyone know that it wasn't already broken?
I'm taking a guess, however, that the item was removed from it's
original box and either transported without the box or was put back in
the box wrong (e.g., without the Styrofoam bumpers).
In it's original packaging, an item is not supposed to break unless
something significant happens. These things get transported from
Japan, Korea, China, and elsewhere without breakage.
As for lying it flat... who wouldn't? I don't know many people who
have a car tall enough to accommodate a 50" set upright. And, if they
do, how to safely keep it from falling over?
Yes, when its laid flat and you go over a speed bump at 80, it will
fly into the air and then slam back down and even with the original
packaging, it could break. I have to guess that THIS is what they are
accusing you of...
Anyway, what I really don't understand (not having owed such a set) is
what's the warranty on this sort of thing? I have to think that
either Best Buy or Panasonic would cover a product that's... what... 1
hour out of the store. I can see that they'd want to avoid having to
cover people who take it home, remove it from the box, and then drop
it.
I think you deserve to be able to make an exchange. I do not,
however, think that bringing your pregnancy into this is necessary.
You deserve an exchange because you do. Not because you're pregnant.
You deserve an apology (although do you REALLY care that much about
getting one?) because you were lied to. But not because you're
pregnant.
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@Jeffrey
by rob w. Wed February 2, 2011 @ 11:52 AM
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Unbelievable. And that Jamal LIED about it is inexcuseable. I don't
blame you for wanting to escalate this higher up the chain of
command--no way should you be out $2K for that television. Please let
us know how this turns out.
Actually, on second thought... if your local news station or newspaper
has a "consumer advocate" type segment or reporter, contact them and
see if they can help you. We have that here in the Twin Cities and
people really do get results!
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